Corporate: Hearing Instrument Specialist / Audiologist - Customer Solutions Call Center

About the position

The Hearing Instrument Specialist / Audiologist at Lucid Hearing will provide exceptional customer service to clients and hearing aid center providers. This role involves managing inbound inquiries through various communication channels and assisting customers with the use and maintenance of hearing products. The position is full-time and can be performed in a hybrid or remote capacity, requiring availability during call center operating hours.

Responsibilities

• Provide superior customer service for customers and hearing aid center providers.
• Manage inbound inquiries through calls, emails, and chats.
• Educate patients on how to use and maintain hearing aid devices, providing demonstrations via phone.
• Analyze test findings and make recommendations based on customers' hearing loss.
• Recommend and dispense assistive listening and hearing solutions.
• Handle customer complaints and provide appropriate solutions and alternatives.
• Guide customers through troubleshooting and navigating the company site.
• Review customer orders and provide updates about shipping, warranties, and account statuses.
• Manage inquiries through a call center ticketing system and ensure accurate documentation.
• Partner with internal teams to provide details for escalated cases.

Requirements

• Experience working in a call center or customer-support role, either onsite or remote.
• Licensed Hearing Instrument Specialist or Dispensing Audiologist.
• Strong active-listening and verbal communication skills.
• Proven track record for stellar customer service and proficiency in problem solving.
• Ability to succeed in a high-pressure and fast-paced environment.
• Technical aptitude and systems mindset to assist customers via phone.
• Strong attention to detail and time management skills.

Nice-to-haves

• Experience working with PC hardware and software including general computer and Internet knowledge.
• Ability to multi-task and manage time effectively.
• Patience and compassion.

Benefits

• Confidentiality of personal information according to EEOC guidelines.